Service Desk Analyst

Department: Information Technology - Data & Reporting

Employment Type: Full Time

Location: Washington, DC

Reporting To: Service Desk Lead

Compensation: $80,000 - $85,000 / year

Description

Invictus Capital Partners is seeking an IT Service Desk Analyst in our Washington DC office. This position will serve as the first point of contact for technical issues for internal and remote employees, be responsible for providing exceptional customer service while completing a variety of desktop and help desk support activities at corporate headquarters for all Verus Mortgage employees/ Invictus Capital Partners. Handles routine day-to-day problems regarding PC's, hardware, software, and network/ZTNA issues.

The IT Service Desk Analyst will require strong hardware, software, customer service and interpersonal skills. Very strong problem-solving skills will be essential, along with desktop operating systems, application support and network (Active Directory) experience. The position requires a self-motivated, detail-oriented, collaborative team player who will respond to incoming service requests from users in a prompt and courteous manner.

This is a fully onsite role based in Washington, DC, with standard business hours of 8:00 AM - 5:00 PM, Monday through Friday.

Key Responsibilities

Serve as the first point of contact for IT support requests via ServiceNow, Microsoft Teams, Outlook, phone, and in person

Provide hands-on technical support for hardware, software, peripherals, and connectivity issues

Troubleshoot and resolve issues related to Windows 11, Microsoft 365, ZTNA, printers, and business applications

Respond to incidents and service requests within defined SLAs; escalate when necessary

Deliver remote support using phone, video conferencing, and secure remote access tools

Perform root cause analysis for recurring issues and recommend preventive solutions

Build, re-image, and deploy Windows 11 devices using Windows Autopilot aligned with corporate standards

Configure and deploy full workstation setups (monitors, docking stations, peripherals, RingCentral phones)

Install and maintain required applications and endpoint security tools

Ensure all endpoints meet security, compliance, and patching requirements prior to deployment

Perform hardware diagnostics, repairs, and coordinate warranty services

Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD)

Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes

Configure and maintain access to enterprise platforms (ShareFile, RingCentral, ZTNA/FortiCloud)

Enforce IT and Information Security policies (password standards, MFA, least-privilege access)

Support Duo MFA and YubiKey setup, troubleshooting, and replacement

Execute end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness

Coordinate onboarding for both onsite and remote employees

Prepare, package, ship, and track IT equipment for remote users

Process offboarding by disabling accounts, revoking access, and coordinating equipment returns

Sanitize, re-image, and securely decommission devices per company policy

Generate shipping labels and manage inbound/outbound equipment logistics

Maintain accurate inventory of laptops, peripherals, and IT assets

Track asset lifecycle (deployment, repair, reassignment, retirement)

Manage incoming hardware deliveries and stage equipment for deployment

Ensure adherence to IT, security, and change management policies (ServiceNow)

Create and maintain technical documentation, SOPs, and knowledge base articles

Perform daily IT operational checklists

Support IT Operations and Security teams with projects (disaster recovery testing, system upgrades, office moves)

Properly dispose of IT equipment and waste according to company procedures

Skills, Knowledge and Expertise

High School Diploma or equivalent. Associate degree preferable, but not required

3+ years of experience with an IT Help Desk/Desktop Support focus

Must have excellent, customer service, interpersonal, written and verbal communication skills.

Very strong Experience providing email support, including Microsoft Outlook, and Office 365 applications.

Strong working knowledge of Active Directory Authentication including user account creation, deletion and password reset functionality.

Experience with computer imaging and desktop operating systems, Windows 11

Experience providing network support, including LAN, Wireless, and VPN troubleshooting

Very strong problem solving, analytical, troubleshooting, and technical support skills

Excellent time management skills, ability to effectively prioritize and execute tasks, multitask, ability to adapt to new technology changes, remain flexible and continue to learn new processes

Must have very strong experience interacting with people remotely and face-to-face

Possess a strong ability to adapt to evolving tasks and embrace continuous learning opportunities

Preferred Skills/Experience

Experience with service desk ticketing systems

Experience in supporting office network printers, VOIP phone system, office building security badge systems, mobile device email setup and connectivity

Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, internet browsers, etc.

Familiarity with remote software tools

Poven experience in successfully managing or contributing to large scale projects

Key Competencies

Technical Troubleshooting: Diagnoses and resolves a wide range of IT issues efficiently

Customer Service Excellence: Delivers responsive, professional support to end users

Problem Solving: Identifies root causes and implements effective solutions

Time Management: Prioritizes and manages multiple requests in a fast-paced environment

Adaptability & Learning Agility: Quickly adapts to new technologies and evolving processes

How This Role Demonstrates Our Values

Integrity: Ensures secure handling of systems, data, and user access in alignment with policies

Collaboration: Works closely with IT teams and end users to resolve issues and improve service delivery

Excellence: Provides high-quality, timely support that enhances employee productivity

Critical Curiosity: Continuously learns new technologies and seeks opportunities to improve IT processes

Benefits

Great compensation package, including competitive base pay

Discretionary annual bonus opportunity

Invictus medical, dental and vision is covered at 100% for all tiers.

We offer FSA's for healthcare, dependent care, transit and commuter costs.

Safe harbor 401(k) match of 4%; employees need 3-months of service to be eligible to participate. No vesting after that.

$80 per month cell phone reimbursement.

20 Days of PTO accrued at the beginning of the year, 10 company holidays plus sick time.

Tuition Reimbursement

Verus Mortgage Capital

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